Can I preview my custom portrait?

Yes! If you'd like to preview your pet portrait, please contact us at contact@paw-pixie.com within 1–2 days and include your order number. We will send you the completed portrait in image format. If you have any feedback, feel free to reach out for revisions.

Do you create portraits of all animals?

Yes! We create portraits for all kinds of unique pets from around the world—from adorable bunnies to pet birds. If it’s an animal, we most likely can create a portrait for you.
Please note: We currently do not create human portraits (no matter how cute you are!).

Can I include multiple pets in one portrait?

Yes! You can view our two-pet portraits and three-pet portraits here. If you’d like to include more than 3 pets in a single portrait, please contact our support team at contact@paw-pixie.com for assistance.

Can I cancel my order?

Because our portrait products are custom-made, we begin processing each order immediately after it is placed. If you wish to cancel your order, please email us at contact@paw-pixie.com within 6 hours of placing it, and we’ll review your request on a case-by-case basis.
Cancellations will not be accepted after 12 hours.

Can I receive a portrait without my pet’s name?

Yes! We appreciate modern minimalist design just like you. If you prefer a portrait without your pet’s name, simply leave the name field blank.

What makes a good photo?

1.) Photo is taken in a well lit area. Ideally without a filter and in natural lighting.

2.) Close up and head on, showing as much of the ears, head, neck, and chest as possible. This will allow us to get a good crop of your pets face. Photos of your pet laying down are not ideal.

3.) Avoid overhead or blurry photos.

Review our Image Guidelines for more information.

What are the dimensions of your posters and frames?

Frame moulding size varies from 1"-1.5" depending on your portrait size.

Poster Size Size with Frame (approx. 1" molding)

8x10 in (20.32 x 25.4 cm) 10x12 (25.4 x 30.48 cm)

12x16 in (30.48 x 40.64 cm) 14x18 (35.56 x 45.72 cm)

18x24 in (45.72 x 60.96 cm) 20x26 (50.80 x 66.04 cm)

What are Digital Download?

The digital file is perfect for sharing on social media, printing, setting as a phone wallpaper, or keeping as a lasting memory.
Over 60% of customers choose to add the digital version to easily preserve and showcase their custom artwork.
This is an optional add-on priced at $10. It’s only available when purchased with a physical product and is not currently offered as a standalone item. Your file will be sent via email once your order has shipped.

What is Fast Shipping?

Fast Shipping is an optional add-on that pushes your custom portrait to the front of our artists' queue. By moving ahead in the queue, your artwork will be completed and delivered faster than orders without this option. Please note that it does not affect the shipping speed or transit time.

The Fast Shipping fee is $15 for standard custom products and $45 for custom plush clones.

What if I don’t like my order? Can I return it? What should I do if there’s an issue?

Because all items are made to order, we do not accept returns or cancellations. However, we offer a 100% satisfaction guarantee:

• Item arrived damaged or defective? Please contact us within 14 days of delivery, and we’ll gladly remake and reship it at no extra cost.

If there’s an issue with your order:

• Order arrived damaged? Please email us photos of the damage and we’ll arrange a replacement or refund as soon as possible.

• Artwork not as expected? Submit a replacement request and explain the issue via email—we’ll review your case and offer a resolution.

You can reach us at contact@paw-pixie.com and be sure to include your order number.

What are your shipping charges?

We offer free worldwide shipping on all orders over $80+.
For orders under $80, a flat shipping fee of $10 applies to the U.S., U.K., Canada, Australia, and other regions.

I just placed an order, when will it be shipped?

General Shipping Timeline:

• United States: We estimate that orders will arrive within 1–2 weeks from the date of purchase. During peak holiday seasons, shipping may take up to 4 weeks. For custom plush clones, additional time is needed to ensure the highest quality.

• UK, Australia, Canada, and Europe: Orders are expected to arrive within 2 weeks of purchase. During holidays, shipping may take up to 4 weeks.

Shipping Fees:

• We offer free worldwide shipping on all orders over $80.

• For orders under $80, a flat shipping fee of $10 applies to countries such as the U.S., U.K., Canada, and Australia.

Will all my items be shipped together?

While we always do our best to ship your items together, sometimes a product in your order may be completed earlier and shipped separately. For example, if you order a framed portrait and a keychain, the framed portrait may ship separately.

What if I entered the wrong address?

If you misspelled or autofilled the wrong address, simply reply to your order confirmation email with the correct address. Please double-check for any errors and email us at contact@paw-pixie.com. We can update the shipping address within 6 hours of your order. After 6 hours, no changes or refunds will be accepted.

I have a question that’s not answered. Can you help?

Absolutely! Please email us at contact@paw-pixie.com — we’d be happy to assist you. We do receive a high volume of messages, so to help us respond quickly, please include your order number and a brief description of your issue. Thank you!

What currency are prices shown in on the website?

All prices are displayed in USD (U.S. Dollars).

                                                             

Contact Us

Please note that we are unable to make any changes to your order—including cancellations, photo replacements, or frame size upgrades—after 6 hours of placing your order.

Did your order arrive damaged? Please send photos of the damage along with your order number to contact@paw-pixie.com, and we’ll assist you with a replacement.

Still need help? Feel free to reach out to us at contact@paw-pixie.com and we’ll be happy to assist you.